162 | Money-Making Machine

Michelle Pascoe is a Sydney-based expert in hospitality and customer service with over 30 years of experience. As the founder of her own consultancy and host of the Michelle Pascoe Hospitality Podcast, she helps businesses improve customer engagement and operational efficiency. Susan and Michelle talk about navigating the complexities of a multigenerational workforce.  Can we still ask employees to smile? Michelle digs into employee morale and the changing expectations of customer-facing roles. A career-defining bad interview: Michelle recounts a shocking job interview that tested her values and ultimately led her to start her own business. Navigating generational differences: Learn Michelle's strategies for managing a workforce that spans Baby Boomers to Gen Z. Leadership built on values: Michelle shares her no-nonsense leadership philosophy—know your values, live by them, and lead with integrity.  Consistency is king: From setting service standards to handling customer complaints, Michelle emphasizes the importance of consistency. Rate, Review, & Follow on Apple Podcasts "I love Top Floor!" If that sounds like you, please consider rating and reviewing the show! This helps other people like us find the show and makes our guests feel good about being on it.  Tap to give us five stars, and select "Write a Review." Be sure to let me know what you liked most about the episode! Also, if you haven't done so already, follow the podcast or restart automatic downloads. It's the best way to make sure you don't miss out.